Release Notes

Release Notes: OTRS Help Desk 3.3.6

OTRS Group, the world’s leading provider of the OTRS service management suite, including the fully managed OTRS solution and the ITIL® V3-compliant IT service management software OTRS::ITSM.

April 01, 2014 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the stable release OTRS Help Desk 3.3.6 Sunrise Beach Ko Lipe.


What’s New

  • Updated French translation, thanks to Guillaume Houdmon.
  • Extended the OTRS system registration to optionally also send the support assessment data along with the system registration data. Support assessment data is improved and extended and can be accessed in the new Service Center module of the admin area.
  • Updated Japanese translation, thanks to Toshihiro Takehara and Norihiro Tanaka!

Important for Upgrading

  • From OTRS 3.3.x:
    • Make sure you run bin/ after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
  • From OTRS 3.2.x: Please read the and files for detailed instructions.

Security Issues

Bug Fixes

  • Bug#10405 – When using the search feature of the tree selection overlay, one is not able to expand subtrees of matching entries.
  • Bug#10340 – Dynamic field not visible in queue view screen (AgentTicketOverviewSmall? .dtl).
  • Bug#10400 – AgentTicketProccess will not use error messages of dynamic field drivers.
  • Bug#10397 – DynamicField configuration in SysConfig ‘DefaultOverviewColumns’ causes JS error.
  • Bug#9592 – Ticket history overflows for dynamic field.
  • Bug#10368 – Ticket title isn’t shown.
  • Bug#10381 – AgentTicket*View has invalid SortBy options.
  • Bug#10383 – Missing ‘DefaultColumns’ SysConfig for AgentTicketSearch view.
  • Bug#10384 – out-of-office information not displayed in Ticket Zoom.
  • Bug#10379 – ACL Not Working.
  • Bug#10385 – Wrong Queue ID for Errors and FormUpdate in AgentTicketActionCommon.
  • Bug#10369 – Ticket::Frontend::Quote does not work with RichText Editor.
  • Improved handling of cache keys in to prevent caching problems in the dashboard stats.
  • Bug#10334 – Deleting the attachment deletes the recepients too.
  • Bug#10374 – OTRS does not protect against clickjacking.
  • Bug#10364 – Inline images displayed as attachment in SMIME and PGP signed messages.
  • Bug#10251 – SMIME signing fail on mails with attachements.
  • Bug#10277 – Statistics per agent also shows invalid agents.
  • Bug#10318 – Dynamic Field: Multi Select does not allow empty values.
  • Bug#10365 – Custom State types not working with “” any more.
  • Bug#10349 – System Email notification external not highlighted correctly.
  • Bug#10361 – Incorrect handling of special characters in DynamicFields.
  • Bug#10324 – Customer user field still marked as empty even after providing data.
  • Bug#10019 – Tickets via “In line action bar” cannot be moved.
  • Bug#10283 – MouseOver on the Transitions does not show transition actions.
  • Bug#10241 – ACL-Editor Bug..
  • Bug#10338 – Empty Content-ID causes strange result -> HTML-tags are “corrupted”.
  • Bug#9951 – Line breaks at the end of salutation templates are not saved.
  • Bug#10275 – Problem with encoding in attachment.
  • Bug#10085 – Postmaster incorrectly decodes headers, causes garbage in the database.
  • Bug#10336 – Problem with symlinked theme directories.
  • Bug#10328 – Error in AdminPostMasterFilter if the name of DynamicField changed.
  • Bug#10264 – Description (espacially article description) in processes are shown on improper place.
  • Bug#10244 – No mouseover popup for fields in ActivityDialogs.
  • Bug#10240 – Restricting process list by ACLs is only working with UserID.
  • Bug#10299 – “Ouf of Office” shows inactive agents.
  • Bug#10321 – Applying Filters to tickets in Status View or Queue View will log out session..
  • Bug#9600 – When a ticket is deleted by generic agent job, No such TicketID error.
  • Bug#10057 – Advanced Search Window is Cramped and Confusing.
  • Bug#9675 – No use Ticket::Hook in AgentLinkObject.
  • Bug#10300 – Special character in customer id cuts off string..
  • Bug#10309 – mails with an empty return-path header must not trigger auto responses in OTRS.
  • Bug#10245 – Use of uninitialized value $Param{“Value2”} in string.
  • Bug#10182 – Customer email suddenly treated by OTRS as ’email-internal’.
  • Bug#10285 – No use Ticket::Hook in CustomerTicketZoom.
  • Bug#9787 – Queue field doesn’t appear in ProcessMgmt.
  • Bug#10222 – Customer search during ticket creation – OTRS shows details also if no customer match the search.
  • Bug#10259 – GenericInterface: mapping key can’t map from / to 0.

The detailed ChangeLog can be found at:

Browser Support

  • JavaScript is required to use OTRS.

These browsers are not supported:

  • Microsoft Internet Explorer before version 8
  • Firefox before version 10
  • Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.


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Release Name:

Release Notes: OTRS Help Desk 3.3.6

Release Details

  • Release name: OTRS Help Desk 3.3.6
  • Release type: stable
  • Release date: April 01, 2014